There is a requirement in the Crossrail Act for an independent person to:
Following the successful precedents of the Channel Tunnel and the Channel Tunnel Rail Link, the Secretary of State for Transport has appointed a Complaints Commissioner whose remit extends to the Crossrail works.
The Crossrail Complaints Commissioner is Tony Gregory. He has experience in land management both in the UK and internationally, for central and local government and for the private sector. His most recent positions include that of Assistant Complaints Commissioner for the Channel Tunnel Rail Link and Assistant Crossrail Referee. He brings to his present job enthusiasm and commitment to public service. The objective of his office is “to seek fair and independent resolution of complaints”.
Crossrail will run 118 km from Maidenhead and Heathrow in the west, to Shenfield and Abbey Wood in the east. It will include two new twin-bore tunnels running for 21km under central London. When completed, it will be the biggest addition to the transport network in London and the South East for 50 years. Advance works are already under way, with the main works starting in 2010. The operational rail services for Crossrail are due to start in 2017.
The two companies managing the work on behalf of Transport for London are Crossrail Limited and London Underground Limited. Both have made clear their commitment to take all reasonably practicable measures for limiting disturbance to members of the public in exercising the powers under the Crossrail Act. There is a rigorous Construction Code, agreed with the local authorities, which sets limits on issues such as noise and hours of work.
At the peak of activities in 2010-2013, Crossrail will be Europe’s largest construction project. Recognising the impact this may have on some local communities, procedures have been established to respond quickly to construction-related complaints. Associated with this is a Small Claims Scheme for resolving claims involving minor damage to property.
If you wish to complain about an aspect of Crossrail construction work but do not know how to go about it, the Commissioner’s office can put you in touch with the right person. Some key telephone numbers and addresses are shown below. The Crossrail project team also display their Helpdesk details prominently on site hoardings and in publicity material.
If you are still dissatisfied with the response to a complaint, the Commissioner may be able to mediate on your behalf.
He cannot become involved in the detail of a complaint unless you have already taken the matter up with the Crossrail Helpdesk. The Helpdesk will try, in the first instance, to resolve the complaint through Crossrail Limited, London Underground Limited, or the works partners and contractors working on their behalf (including Network Rail on their Crossrail works). If then you receive what you consider is an unsatisfactory response you may ask the Commissioner to investigate the matter further.
He cannot consider issues of:-
If you have a complaint about the Crossrail construction work
Call the Crossrail Helpdesk on 0345 602 3813 (24 hour helpline) or write to:
Crossrail Helpdesk
25 Canada Square
Canary Wharf
London E14 5LQ
Email: helpdesk@crossrail.co.uk
If you have a question about any other aspect of Crossrail
Call 020 3229 9100 (Switchboard 9.00 am – 5.00 pm) or write to:
Crossrail Limited
25 Canada Square
Canary Wharf
London E14 5LQ
www.crossrail.co.uk
If you want to contact the Crossrail Complaints Commissioner
Call: 0333 700 7300, or write to:
Tony Gregory
Crossrail Complaints Commissioner
Third Floor
83 Victoria Street
London SW1H 0HW
Fax: 0333 700 7301
Email: complaints@crossrail-complaints-commissioner.org